Sunday, January 12, 2014

Harnessing Social Media for Customer Satisfaction

Many businesses view customer service as a necessary expense, but not as a way to bring in revenue. This may have been true in the past, but today, social media has completely redefined the relationship between customer service and brand promotion—a strategy which has a direct impact on revenue.

Any individual nowadays can let millions of people know what his or her opinion is about your brand in an instant. Thus, poor customer service can affect your brand reputation in a very big way. When it comes to integrating social media into your customer satisfaction endeavors, it helps to envision customer service as a form of marketing, in which your customers will be the one promoting your brand. However, integrating social media into a customer service marketing strategy requires a lot of work. Fortunately, a good call center can help you out in this area.

A good call center will have experience in both customer service and marketing, and the expertise of the agents will be bolstered by up-to-date analytic tools, customer service-social media best practices, and efficient monitoring and analyzing of social media conversations—all of which can be used to identify the patterns and preferences of your customers.

Don’t wait until a social media catastrophe sends your business brand reeling. Consult a good call center today on how to harness social media for brand promotion.

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